MOHAMMED's CV
MOHAMMED NIDHAL MOHAMMED AL HJOOJ
IT Support Engineer | Service Desk
Profile summary
Reliable IT Support Engineer with GCC experience across 7 organizations, specializing in service desk operations and endpoint support. Manages incident response, user accounts, and technical escalations using ServiceNow, Jira, and Active Directory. Committed to maintaining operational continuity and delivering responsive technical service across enterprise environments.
Career highlights
Service Desk Operations: Manages incident response and service requests through ServiceNow and Jira while administering Microsoft 365, Azure AD, and Active Directory environments.
Endpoint Support and Infrastructure: Executed tier 1 and tier 2 technical support operations across multiple departments, resolving hardware and software issues for Windows environments and peripheral devices.
Enterprise Application Administration: Processes user and service requests end-to-end within Oracle, Salesforce CRM, Parcel Hub, Courier, and IDL applications.
Key skills
Professional experience
Manages IT support operations, coordinating technical escalations and service requests across ServiceNow and Jira. Oversees incident response workflows while administering Microsoft 365, Azure AD, and Active Directory environments to maintain operational continuity.
- Administers user accounts, licenses, access permissions, and multi-factor authentication policies across Active Directory and Azure AD.
- Processes user and service requests end-to-end within Oracle, Salesforce CRM, Parcel Hub, Courier, and IDL applications.
- Troubleshoots Windows devices, applications, VPN connections, and network issues while providing remote technical support.
- Configures and supports point-of-sale devices, ECR integration, printers, scanners, ID readers, and weighing scales.
- Maintains configuration management database records and documents troubleshooting steps to track service level agreements.
Collaborated with development teams to support internal technical projects, assisting in the customization of ServiceNow workflows and digital tools.
- Supported ServiceNow workflow customization tasks for internal digital workflows.
- Contributed to ITSM process enhancements by assisting with internal web tools.
Managed internal technical operations and desktop environments across multiple departments, overseeing hardware deployment schedules and equipment maintenance routines. Directed network infrastructure support covering local area networks, wide area connections, wireless networks, and virtual private network systems while coordinating vendor activities.
- Executed tier 1 and tier 2 technical support operations, resolving software and hardware issues for Windows environments, desktop systems, laptops, and peripheral devices.
- Maintained connectivity across LAN, WAN, Wi-Fi, and VPN connections while managing user accounts and IT inventory.
Projects
Supporting the transition of the 7X ServiceNow platform and its service management processes to ManageEngine.
Developed Bookball, a full-stack booking platform from scratch for sports pitches and facilities, featuring user scheduling, real-time availability, and secure payment workflows.
Full-Stack Web Development Database Design Payment IntegrationDesigned and developed custom e-commerce websites for clothing brands from scratch, integrating responsive front-end interfaces, inventory management, and secure checkout systems.
Web Development E-Commerce UI/UX DesignDeveloped and deployed 4 custom websites from scratch for unique businesses, including Bookball for sports pitch bookings and various clothing e-commerce platforms.
HTML CSS JavaScript Web DevelopmentLed the migration and user/licence cleanup, including deactivation of 400+ accounts, and integrated FinTX with 7X ServiceNow to enable a unified dashboard.
Education
Information Systems – E-Business Management
98.7%
Languages
Arabic · Professional
English · Professional